Customer Care Charter
|
|
- Easter Cross
- 8 years ago
- Views:
Transcription
1 Customer Care Charter
2 Maintenance Agreement & Prospectus All rights reserved. No part of this manual may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior written permission of Data Track Technology plc. This manual may not be sold, lent, hired out or otherwise dealt with in the course of trade or supply in any form of binding or cover other than that in which it is published without the prior permission of Data Track Technology plc. No responsibility for loss occasioned to any business or person acting or refraining from action as a result of any material in this manual can be accepted by the editors, authors or Data Track Technology plc or employees. Data Track Technology plc 2010 Document Release Date: 30/04/ Issue B DATA TRACK TECHNOLOGY PLC (UK & EMEA) Tel: +44 (0) Fax: +44 (0) support@dtrack.com Website: DATA TRACK TECHNOLOGY INC (North America) Tel: +1 (973) Fax: +1 (973) support@dtrack.com Website: Page Issue B
3 Customer Care Charter Customer Care Charter At Data Track Technology plc we aim to provide each and every one of our customers with the highest quality of technical support. As such, our team of highly skilled Customer Care Analysts are dedicated to serving your support needs. The Customer Care Charter represents our commitment to support excellence and details the support practices we use to achieve this. (This Charter does not add to or replace your existing maintenance agreement and should be read in conjunction with your maintenance prospectus). We hope that by sharing our working practices with you we can set attainable targets and work together to achieve them. We continually strive to improve the level of customer care we provide, and we rely upon your feedback to help us strengthen our services. Whether through Customer Care Analysts, Account Managers, direct telephone contact and correspondence, all customer feedback is reviewed and, where feasible, fed into our working practices. Contacting the Customer Care Department You can contact the Helpdesk by telephone, fax or . The Helpdesk is open for business Monday to Thursday , Fridays 09:00 16:30, excluding UK Bank Holidays. Outside our working hours, your call will be answered by a voic system. We will respond to your query, as soon as possible, on the next working day. Telephone: Fax: Support@dtrack.com Issue B Page 3
4 Maintenance Agreement & Prospectus Support provided as part of the Standard Support and Maintenance Contract We provide technical support for the Eclipse Product Range in your environment. We are happy to answer any queries you may have relating to: Products and versions supported Call Management Directory Alarm Management Secure Access Tracker Management PC & Networks 1 st and 2 nd Line Support to include: Level of support Product functionality as documented in manuals. "How do I?" advice. Problems with configuration of products on server and workstation. Problems running products. Diagnosis of error messages to establish where the problem lies. Resolution of issues which occur as a direct result of use with Data Track applications. 3 rd Line Support to include: Bug fixes Service Releases Software Enhancements 1 st Line Support to include: Establish the source of errors i.e. application, PC or network. Call Recording 1 st Line Support to Include: Product functionality as documented in manuals. "How do I?" advice. Problems with configuration of Products on server and workstation. Problems running products. Diagnosis of error messages to establish where the problem lies. 2 nd and 3 rd Line Support from software developer to include: Bug fixes Service Releases Software Enhancements Page Issue B
5 Customer Care Charter Escalation Procedure A standard problem solving procedure will be followed by Customer Care. The following stages will be completed: Identify the problem Identify the cause of the problem Identify the solution Provide a solution to the customer Identify the problem Within 30 minutes of the Customer Care team member contacting the customer he/she will either: Have the problem identified. Escalate the query by seeking the advice of a second member of the Department if the problem cannot be identified. The customer will be informed that the problem has been escalated. After a further hour, the Customer Care team member will either: Have the problem identified. Escalate the query by seeking advice from a member of the 2nd Line Support team. The customer will be informed that the problem has been further escalated. After 4 hours, if the problem has not been identified the Departmental Manager will be notified. The customer will be informed of the situation. After a problem has been identified, then the cause of the problem will be identified. The solution to the problem will then be sought. An action plan will be discussed with the customer. Problems that do not have an identified solution within 5 days will be escalated to the Account Manager, Sales Manager and a Director, as appropriate Issue B Page 5
6 Standards Maintenance Agreement & Prospectus Logging calls Telephone We aim to answer all calls within 10 Seconds. All calls are logged on the helpdesk database at the initial telephone contact, and customers are given the reference number. We aim to keep the initial telephone call to a maximum of 15 minutes to ensure that the phone lines remain free and to enable the Customer Care Analyst to start work on the issue immediately. Within this initial telephone contact, we aim to provide advice on resolution of the issue and, wherever possible, resolve the call. Messages left on the Phone Mail system are collected and logged in the helpdesk database every 15 Minutes. At this point the calls are categorised. The customer is then notified of the call reference. Messages sent via will receive a response detailing the call reference and where ever possible a resolution. The response is sent from the Helpdesk within one hour of receipt. Following up calls We follow up and escalate calls by phone, fax and in strict order of receipt. To ensure that we have an accurate record of the call history, all follow up actions are recorded. We work together with our customers to ensure that their issues are resolved swiftly. Throughout the call lifecycle the status of the call will change dependent upon which party has responsibility for the next action: Open: A call is considered to be Open if the next action is with Data Track. Call closure With Customer: A call is considered to be With Customer if the next action is with the customer. We understand the pressures of working in a support environment and do not set formal turnaround targets for action to be completed by the customer. However, we are keen to ensure that your issues are resolved as quickly as possible, and will look to agree a date by which the action can be completed. A call is considered to be Closed when we have agreed with the Customer that the problem has been fixed. If you query the solution or the problem recurs within two working days the call is reopened and work is continued. If a problem recurs after two working days a new call is created. Page Issue B
7 Additional Service Customer Care Charter One day health check This chargeable service will ensure that your system is running smoothly and working efficiently. We will carry out a health check of your environment, client, database and basic configuration. The additional service will investigate, identify and where possible resolve outstanding calls and workload inconsistencies, and aim to rectify the problem on site and/or recommend the necessary steps to be taken. Effective Training It is inevitable that staff using the system will change over time. To ensure you maintain maximum return on your investment, we have created the Data Track Education Programme A wide range of professional and informative courses to provide you and your team with knowledge on all aspects of product implementation and use. Our courses are highly successful, and not only ensure strong foundations following the initial implementation, but act as a perfect refresher during those times of change. Course Title Objective Recommended for Introduction Training Overall product functionality / familiarisation. Eclipse Call Management Configuration Focuses on management and system configuration functions. New customers carried out at time of installation. Systems administrators and supervisors. Eclipse Call Management Reporting Eclipse Call Management Supervisor Eclipse Directory Supervisor Eclipse Directory Operator Eclipse Alarm Management Tracker Eclipse Secure Access Management Focuses on report management and production. Includes all aspects of Configuration and Reporting. Focuses on management and system configuration functions. Focuses on the operation of the directory browser. Includes all aspects of Configuration and operation. Installation, configuration and operation of Tracker products. Overall product functionality / familiarisation. Suitable for personnel responsible for providing reports. Systems administrators and supervisors. Systems administrators and supervisors. Switch Board Operators. Systems administrators and supervisors. Courses can be customised to your specific requirements and technical level. Systems administrators and supervisors. Call Recording Overall product functionality / familiarisation. New customers. Carried out at time of installation. We are flexible in our approach and aim to tailor our courses to meet your needs Issue B Page 7
8 Ensuring you get the most from Data Track Account Managers Maintenance Agreement & Prospectus Your Account Manager will be able to answer any questions you may have with regard to Data Track products and services, either directly or by calling on the services of our hardware and software specialists. Maintenance renewal process Our working procedures will ensure your support and maintenance contract is kept up to date and you are happy with the support service we are providing. Should you have any questions with regard to your contract, please call. Comments about our service We aim to meet and exceed all customers expectations and we rely upon your feedback to help us gauge the success of this aim. We would welcome any comments you may have about the service you have received or suggestions for ways in which we can improve our support services. Please direct your comments to the Customer Care Team: Customer Care Department Telephone Fax Sales Department Telephone Fax Training Coordinator Telephone Fax Page Issue B
9 Customer Care Charter This page intentionally blank Issue B Page 9
10 THE DATA TRACK GROUP Data Track Technology plc. Data Track Technology Inc. Data Track International Data Track Communications. Data Track Process Instruments VOICE AND DATA MANAGEMENT Call Management/Accounting. Hospitality Revenue Management. Managed Services Environmental Monitoring. Secure Remote Access. Configuration Backup Toll Fraud Detection. Alarm Management. Power Management On line Directory. Data Buffering PROCESS INSTRUMENTATION Measurement & Display. Signal Conditioning. SCADA Software Displacement. Temperature. Weighing. Pressure. Timing Alarms & Control. Data Acquisition. Process Control TRACKER HARDWARE & ECLIPSE SOFTWARE Development ~ Manufacturing ~ Sales ~ Support An ISO 9001:2000 Quality Certified Company UK & EMEA Tel: +44 (0) Fax: +44 (0) INTERNET Web site: sales@dtrack.com NORTH AMERICA Tel: +1 (973) Fax: +1 (973)
Customer Hosted Service Description and Service Level
Customer Hosted Service Description and Service Level Customer Hosted service description and service level Copyright Egton Medical Information Systems Limited 2014 Controlled Document Version 8: 1 November
More informationPanorama Software Software Maintenance and Technical Support Services Policy
Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Customer Support July 2010 Note: Due to the fast pace of the industry and market conditions, from time to
More informationFULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE
FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE At Spirit, we realise that our customers are looking for choice, flexibility and value. That s why we have developed our special Fully
More informationService Level Statement ASTA Powerproject
asta development plc Service Level Statement ASTA Powerproject SUPPORTED VERSIONS Asta s policy is to provide technical support for the latest major version of Asta Powerproject as well as the previous
More informationS1200 Technical Support Service Overview
S1200 Technical Support Service Overview Nic Chalk March 2015 V1.13 The information contained herein is believed to be accurate at the time of publication, but updates may be posted periodically and without
More informationOxinet Customer Service Charter
Oxinet Customer Service Charter This document sets out Oxinet s commitments to serving and supporting our customers. Document Version: 1.0 Date of issue: 15/01/16 Contents Introduction... 2 CONTACT DETAILS...
More informationSUPPORT POLICY SUPPORT POLICY
SUPPORT POLICY SUPPORT POLICY Copyright This document is provided "as- is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice.
More informationCustomer Support Charter
Customer Support Charter IDBS is committed to providing the best possible support for our products via Help Desk, Professional and Education Services. Part of this commitment is to ensure that you have
More informationIT Support for London
IT Support for London London Systems IT Support Your Helpdesk What s included; We are your IT Department, we are at the end of a phone to listen and work with you to resolve the situation no matter where
More information: Office System Environment
Document Type Client Systems Document Title Document Version : Service Level Agreement (SLA) : : Office System Environment : : 1.0 Ethical IT, PO Box 254, Bicester, Oxfordshire, OX25 2ZX UK T +44 (0) 870
More informationCRM Support Services Agreement
CRM Support Services Agreement Agreement Number: Start Date: Renewal Date: Minimum Term: Points Purchased in Initial Minimum Term: This Agreement sets forth the terms and conditions under which The CRM
More informationLiquidware Labs Customer Support Policy
Liquidware Labs Customer Support Policy Version 2.0 Introduction This guide has been authored by experts at Liquidware Labs in order to provide information and guidance concerning Liquidware Labs Customer
More informationCustomer The company that purchases or leases the software from Neopost Ltd
Neopost Software Terms and Conditions 1.1.1 Glossary Customer The company that purchases or leases the software from Neopost Ltd Customer Premises refers to the customer location of where the software
More informationProduct Support Centre Policy and Procedures
Wizard Systems UK Product Support Centre Policy and Procedures Wizard Systems UK Unit 7 Badminton Court Station Road Yate United Kingdom BS37 5HZ WIZARD SYSTEMS PRODUCT SUPPORT... 3 Objectives... 3 HOW
More informationPSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding
PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding Table of Contents -I. Summary -II. Service Description-Scope of OnBase Document Imaging and Workflow Service Integration
More informationIT Help Desk Call Priorities
Author Zachary Nashed Document Name Call Priorities Version Control IT Help Desk Priorities_1.01 03/07/08 -Updated IT Help Desk Priorities_1.02 05/08/09-Updated IT Help Desk Priorities_1.03 24//08/09-Updated
More information61 Westminster Bridge Road, London, SE1 7HT Post holder may be required to work at other locations.
Job description Job Title: Location: Network Services Engineer 61 Westminster Bridge Road, London, SE1 7HT Post holder may be required to work at other locations. Grade: APT&C 34-37 Staff will normally
More informationBUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION
BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION Table of Contents 1. INTRODUCTION 3 2. PROVISIONING 3 3. DEVICE AND ACCESSORY ORDERING 4 4. ACCOUNT DEVELOPMENT 5 5. CUSTOMER AND
More informationINCIDENT MANAGEMENT SCHEDULE
INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PUBLIC DE4 LIMITED 15/01/2014 INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PROCEDURE In the event that you become aware of any fault
More informationCRM in a Day Support Services Agreement
CRM in a Day Support Services Agreement Agreement Number: Start Date: Renewal Date: Minimum Term: This Agreement sets forth the terms and conditions under with CRM in a Day shall support the Microsoft
More informationPublish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level
Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 3 5. Hardware RMA Process 4 6. Supported Coverage
More informationService Level Agreement: Support Services (Version 3.0)
Service Level Agreement: Support Services (Version 3.0) This Service Level Agreement ("SLA") is attached to the Agreement (Number [ ]) entered into between Uniware Systems Limited ("Uniware") and the Customer
More informationCTERA Support Policy
CTERA Support Policy May 2015 Version 2.0 2015, CTERA Networks. All rights reserved. Contents Our Commitment to Support ------------------------------------------------------------------------ 2 Terms
More informationSheridan/Gillette College IT Help Desk Service Level Agreement
Sheridan/Gillette College IT Help Desk Service Level Agreement Information Technology Help Desk The IT Help Desk is the single point of contact for all computer, telephone, networking, video conference
More informationSCRIBE SUPPORT POLICY
SCRIBE SUPPORT POLICY SCRIBE SUPPORT POLICY 21 DECEMBER 2015 WWW.SCRIBESOFT.COM CONTENTS Scribe Support Policy... 3 Types of Support... 4 Free Product Download... 4 Free Support... 4 Paid Support... 4
More informationIBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management
IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management Contents Overview... 1 1.0 MONITORING... 2 2.0 SCHEDULED MAINTENANCE... 2 2.1 Notification... 2 2.2 Regular
More informationWinshuttle, LLC Technical Support and Maintenance Program
Winshuttle, LLC Technical Support and Maintenance Program Overview The Winshuttle Technical Support and Maintenance Program ( Support Program ) is the comprehensive technical support and maintenance service
More informationCommunicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1.
Communicate: Data Service Level Agreement Author: Service Date: October 13 Communicate: Data Service Level Agreementv1.1 Page 1 of 12 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3
More informationEasiPC Helpdesk. What is ITIL? m. 28 Charter Gate, Northampton, NN3 6QB e. helpdesk@easipc.co.uk t. 01604 286682
EasiPC Helpdesk A different approach to supporting your school EasiPC currently provides class leading ICT support to schools and academies across Northamptonshire and beyond. To complement our growing
More informationSage Intelligence Support Desk
Sage Intelligence Support Desk Service Level Agreement Phillippa Dekker 30 11 2015 Table of Contents 1.0 Overview 3 2.0 Services Provided 4 3.0 Services Not Provided 5 3.1 Database Issues 5 3.2 Excel and
More informationGISTEC Standard Technical Support Policy
GISTEC Standard Technical Support Policy At GISTEC we aim to provide world-class technical support to help our customers achieve success with Esri products allowing them to make effective geospatial decisions.
More information[name of project] Service Level Agreement
[name of project] Service Level Agreement Policies and Procedures Posting: Nov.2008 Rev# xxx CIO Sign-Off: Approved and Reviewed By: Date: Document ID: SLA Revision 001 Authors: Disclaimer: Document sign-off
More informationICASAS420A Provide first-level remote help-desk support
ICASAS420A Provide first-level remote help-desk support Release: 1 ICASAS420A Provide first-level remote help-desk support Modification History Version ICASAS420A Comments This version first released with
More informationNetwork Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week
Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week IT Services are looking to recruit a Network Support Analyst to be responsible for delivering professional first
More informationIT Support Assistant (x2) IT Services (12 Month Whole-time Posts)
IT Support Assistant (x2) IT Services (12 Month Whole-time Posts) The IT Services department provides essential services to the University and plays an ever more critical role in the strategic development
More informationManaged Services. Tiger Managed Services Information
Managed Services Tiger Managed Services Information Tiger Managed Services Eliminate Capital Expenditure Up to Date Directory/Tariffs Fraud Detection Flexible Reporting Suite With over 30 years experience
More informationApplication Management. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 05/02/2014. Classification: Open
Application Management Version: 3.0, Issue Date: 05/02/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 2014. Other than for the sole purpose of evaluating this Response, no part
More informationHosted Contact Centre (HCC) Customer Service Plan
Hosted Contact Centre (HCC) Customer Service Plan December 2014 1. Introduction The purpose of this Customer Service Plan (CSP) is to set out the agreed day to day working practices between BT Wholesale
More informationez PUBLISH PLATFORM SUBSCRIPTION SERVICES DESCRIPTION
ez PUBLISH PLATFORM SUBSCRIPTION SERVICES DESCRIPTION 1. GENERAL The ez Publish Platform Subscription Services includes access to a range of services related to the ez Publish Platform Software and ez
More informationCustomer Service Charter TEMPLATE. Customer Service Charter Version: 0.1 Issue date :
Customer Service Charter TEMPLATE Customer Service Charter Version: 0.1 Issue date : Document Information Document Name Document Overview Author Approver Document Owner Document Owner Telephone Document
More informationCENG Information Technology Services University of North Texas
CENG Information Technology Services University of North Texas for the Information Technology Services as applied To the University of North Texas College of Engineering 1.0 Agreement 1.1 Purpose CENGITS
More informationSchedule A Support and Maintenance Agreement
Page 1 of 5 During the Term and upon SSN s acceptance of an executed Order Form that specifies the Customer s designated support plan for the applicable Software (the Covered Services ), SSN shall provide
More informationX2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3
X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 Date : 09/08/06 Issue: 6 This is an unpublished work the copyright in which vests in X2 Connect Limited. All rights reserved. The
More informationService Desk Triage for Cloud Support (Lot 4) Service: 5.G5.1414.001
Service Desk Triage for Cloud Support (Lot 4) Service: 5.G5.1414.001 CONTENTS 1. WHY LEICESTERSHIRE HEALTH INFORMATICS SERVICE?... 3 2. SERVICE OVERVIEW... 3 3. ON-BOARDING... 8 4. OFF-BOARDING SERVICES/TERMINATION...
More informationUser Manual for Web. Help Desk Authority 9.0
User Manual for Web Help Desk Authority 9.0 2011ScriptLogic Corporation ALL RIGHTS RESERVED. ScriptLogic, the ScriptLogic logo and Point,Click,Done! are trademarks and registered trademarks of ScriptLogic
More informationInvolve Cloud Video Conferencing Service. VC:me (Video Conferencing: made easy) Service Definition
Involve Cloud Video Conferencing Service VC:me (Video Conferencing: made easy) Service Definition Contents 1. Service Overview... 3 Reservations Service... 4 Endpoint Management... 4 Reporting... 4 Testing...
More informationEND-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION
END-USER REMOTE SUPPORT AND HELPDESK SERVICES Complete IT Support for Business Westgate IT End-User Remote Support and Helpdesk Services: Service Definition Service Name End-User Remote Support and Helpdesk
More informationSmartImpact MS Dynamics CRM. Support Service Definition
SmartImpact MS Dynamics CRM Support Service Definition Alliance House, 12 Caxton Road, London, SW1H 0QS United Kingdom Phone: +44 (0) 84 5544 2043 E-mail: info@smartimpact.co.uk http://www.smartimpact.co.uk/
More informationTECHNICAL SUPPORT AND MAINTENANCE SCHEDULE
TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE I. SUPPORT AND MAINTENANCE PROVIDED A. Support Contact and Hours Information. Support for Customers who subscribe to Empirix Technical Support and Maintenance
More informationodyssey a tyler courts & justice solution
odyssey a tyler courts & justice solution Real Value Every Day Support Services that maximize your Odyssey investment Our promise: predictable pricing, industry-leading technology and reliable performance
More informationCDP Support Guide. Support Plans & Services
CDP Support Guide Support Plans & Services V10 Date: July 2014 Background... 3 Overview... 3 CDP support team... 3 Prevailing document... 3 Supported products... 4 IBM Cognos... 4 IBM Information Management...
More informationCustomer Support Handbook. Designed to Guide Customers in How Best to Engage Edify Product Support
Designed to Guide Customers in How Best to Engage Edify Product Support September, 2006 Contents About Edify Customer Support...1 Customer Support Service Offering...1 Standard Maintenance Program...1
More informationSERVICE LEVEL AGREEMENT
SERVICE LEVEL AGREEMENT This Service Level Agreement (SLA) applies for all Services agreed through a Yorcard Limited Order Form. All issues and queries (hereafter referred to as issues) should first be
More informationLuxCloud Support Management Process
LuxCloud Support Management Process Document Version 1.0 The Trusted Channel Centric Marketplace Table of contents 1 The LuxCloud Support Process... 3 1.1 Description... 3 1.2 Support Levels... 3 1.2.1
More informationNexus Support and Maintenance Policy ( SMP )
Nexus Support and Maintenance Policy ( SMP ) This Policy document defining Nexus Support and Maintenance Services for Nexus Products and the rules that govern them, hereinafter referred to as the SMP,
More informationPrivia Support hours and methods
Tech Note: Privia Support hours and methods Privia Support hours and methods Copyright 2011 by Privia LLC. All rights reserved. No part of this publication may be reproduced, transmitted, transcribed,
More informationScerIS Support Options
ScerIS Support Options Table of Contents Maintenance and Support... 3 Maintenance... 3 Support and Value Added Services... 4 Support and Value Added Services Pricing... 4 ScerIS Holidays... 8 Telephone
More informationPublish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level
Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported Coverage Window 4 5. Incident and Service Request Targets 5 6. Manufacturer
More informationPublish Date: 30/06/14 Version: 1.2
Publish Date: 30/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 4 5. Hardware RMA Process 4 6. Supported Coverage
More informationEnd-User Remote Support and Helpdesk Services
End-User Remote Support and Helpdesk Services A single contact point for support needs G-Cloud 5 Service Definition CONTENTS Overview of Service... 2 Contacting the Service Desk... 3 Management Reports...
More informationSage Alchemex Support Desk Service Level Agreement. Phillippa Dekker
Sage Alchemex Support Desk Service Level Agreement Phillippa Dekker 14 08 2014 Table of Contents Sage Alchemex Service Level Agreement Table of Contents 2 1 Overview 3 2 Services Provided 3 3 Services
More informationOPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES
OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management
More information> SuperSTAR Suite. Customer Support Guide
> Customer Support Guide February 7, 2013 Table of Contents Table of Contents... i Tables Reference... ii Space-Time Research Customer Support Plan... 3 Support Policies... 4 Definition of a Support Case...
More information[Type text] SERVICE CATALOGUE
[Type text] SERVICE CATALOGUE IT Services 1 IT Support and Management Services SERVICE AREA: SERVICE DESK Users can contact the Service Desk via the phone or an online web form for all their ICT service
More informationJOB DESCRIPTION. Financial Services and Support. Lead Service Desk Analyst
a JOB DESCRIPTION Job Title: Division: Department/Region/Section: Location: Reports to: Responsible for: Grade: Service Desk Analyst Financial Services and Support Information Systems & Support HQ, Southwater
More informationCustomer Support Handbook
Customer Support Handbook Revision: v3.2 08/12/2014 Prepared by: Grant Payne Contents 1.0 Objective 2.0 Purpose of this Document 3.0 Customer Support Definition 4.0 Support Request / Incident Reporting
More informationSupport Operations Handbook
Support Operations Handbook Cray Platinum Diamond Support Cray Inc. Version 2.2 February 11, 2014 Table of Contents About Cray Customer Service.4 About This Document...........5 Document Version History...
More informationHow To Support Spirent Service Experience (Previously Metrico Wireless)
Service Experience Group 10/1/2014 Version 2.0 Table of Contents 1. Purpose... 1 2. Scope of Support... 2 2.1 Included... 2 2.2 Not Included... 2 3. Support Fees... 3 4. Customer Obligation... 4 5. Spirent
More informationService Level Agreement
2013-2014 Service Level Agreement MIS Support as provided by The Purpose of the SLA The purpose of this SLA is to define the rights and responsibilities of both the school and SMIS in respect of this service.
More informationSector-leading support and in-depth expert knowledge
servicedesk on demand Comprehensive, expertly-managed support services from Axonex that provide flexible and reliable solutions tailored to meet any of your IT infrastructure requirements or challenges.
More informationPolicy & Procedures Help Desk Service Level Agreement (SLA)
Policy & Procedures Help Desk Service Level Agreement (SLA), Rossey Hall, Room 058, Ext. 4357 TABLE OF CONTENTS Scope...1 Customer Service Statement...1 Help Desk Services...2 Hours of Operation...2 Methods
More informationClient Support Analyst. Trainee, Analyst, Senior, Principle. Helpdesk Team Leader
Job Description Job title Team No of levels/ listing of levels Client Support Analyst Helpdesk Trainee, Analyst, Senior, Principle Position Level No of direct reports Trainee N/A Position Mission: Confidently
More informationManaged Services Policies and Procedures. Guidelines for interacting with MicroStrategy Managed Services
Managed Services Policies and Procedures Guidelines for interacting with MicroStrategy Managed Services 1 MANAGED SERVICES POLICIES AND PROCEDURES... 3 2 ENGAGING MANGAGED SERVICES RESOURCES... 3 2.1 MANAGED
More informationVoice over Internet Protocol (VoIP) Provisioning and Service Level Agreement
Voice over Internet Protocol (VoIP) Provisioning and Service Level Agreement Version: 2.0 Created: April 2012 Last Updated: April 2012 Copyright Copyright 2005-2012 MyPhones Ltd. Information in this document
More informationProtective Monitoring as a Service. Lot 4 - Specialist Cloud Services. Version: 1.0, Issue Date: 05/02/201405/02/2014. Classification: Open
Protective Monitoring as a Service Version: 1.0, Issue Date: 05/02/201405/02/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 2014. Other than for the sole purpose of evaluating this
More informationWe released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions
We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions SCHEDULE 4 KEY PERFORMANCE INDICATORS, SERVICE LEVELS AND
More information10 Tips to Better Manage Your Service Team
10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk
More informationCloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1
Cloud Services Service Level Agreement Publish Date: 30/06/14 Version: 1.2 Cloud Services Service Level Agreement Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported
More informationManaged Service for MaaS360 Helpdesk to Helpdesk Support Service Charter
Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter { Page 1 Contents 1. Managed Service for MaaS360 Helpdesk to Helpdesk Support 3 1.1 Introduction 3 1.2 Scope of service 3 1.3 Exclusions
More informationITIL v3 Incident Management Process
ITIL v3 Process...restoring normal service operation as soon as possible Content Key definitions Incident Lifecycle Purpose and Objectives Value to business Incident Priority Incident Priority and Target
More informationContinuous Monitoring Data Acquisition System
Continuous Monitoring Data Acquisition System Finally, a company that offers a cost effective solution for my data acquisition system requirements Data management is vital to your company s bottom line
More informationSERVICE LEVEL AGREEMENT (SLA)
SERVICE LEVEL AGREEMENT (SLA) BY AND BETWEEN DATAPOINT U.S.A., INC. 8122 Datapoint Drive Suite 300 San Antonio, TX 78229 U.S.A. (Hereinafter called the "Company") AND
More informationJOB AND TASK DESCRIPTION
JOB AND TASK DESCRIPTION Job Title: IT Support Specialist (2 nd Line, Reporting and Monitoring) Division: Corporate Services Division Grade: J Reports To: IT Infrastructure and Operations Manager General
More informationSQL Server Support through
INSIDE: SQL Server Support Through velocity......................1 Clear Month To Date, Clear Year to Date...........................2 What They are Saying About Release7.0......................2 Top Ten
More informationKaren Winter Service Manager Schools and Traded Services 01823 355267 KWinter@somerset.gov.uk
Somerset Services to Education Providers 2014-2015 SOUTHWEST ONE TECHNOLOGY SERVICES Service Provider: Southwest One Service Category: Academy Schools - Chargeable Contact: Karen Winter Service Manager
More informationRL Solutions Software Support & Maintenance Guide
RL Solutions Software Support & Maintenance Guide Revision December 5, 2014 2014 RL Solutions. All rights reserved. RL Solutions and the RL Solutions logo, among others, are trademarks of Radicalogic Technologies
More informationData Center & Helpdesk Services Documentation
Data Center and Helpdesk Services Service Levels of Understanding Last updated 03/26/2008 LH DCHS SERVICE LEVELS OF UNDERSTANDING Purpose Data Center and Helpdesk Services (DCHS) provide Service Levels
More informationCustomer Guide Helpdesk & Product Support. [Customer Name] www.four.co.uk Page 1 of 13
Customer Guide Helpdesk & Product Support [Customer Name] www.four.co.uk Page 1 of 13 Table of Contents HELP DESK AND PRODUCT SUPPORT SUMMARY... 3 1 FOUR HELP DESK STRUCTURE AND CALL ESCALATION... 6 2
More informationSupport Service. Welcome. Introduction. How do I contact the Help Desk?
Support Service Welcome Welcome to the P&A Software Solutions support service, do not hesitate to contact us should you need assistance. Introduction Our support service is designed to provide you with
More informationLEGAL SERVICE DESK SUPPORT
3rd Edition August 212 THE GURU S GUIDE FOR LEGAL SERVICE DESK SUPPORT LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS WELCOME TO THE GURU S GUIDE, 3 RD EDITION I have been involved with the law
More informationJOB DESCRIPTION. To provide a high level of customer care to all business users who raise faults or service requests via the Service Desk.
Job Title: Service Desk Analyst JOB DESCRIPTION Job Holder: Date: Overview of role To provide a high level of customer care to all business users who raise faults or service requests via the Service Desk.
More informationConnecting to the Cloud. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 01/12/2014. Classification: Open
Connecting to the Cloud Version: 3.0, Issue Date: 01/12/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 201415/12/2014. Other than for the sole purpose of evaluating this Response,
More informationTVision Support Service Guidelines
TVision Support Service Guidelines TVision Technology Ltd 1 st Floor Premier House 15-19 Church Street West Woking Surrey GU21 6DJ MainTel: + 44 (0) 1483 751888 Support Tel: + 44 (0) 1483 713480 Fax: +
More informationLHRIC Network Support - Additional Service Features
LHRIC Network Support - Additional Service Features It is important to note that costs associated with LHRIC Network Support service not only cover an on-site support engineer but also include a number
More informationProduct Support and Maintenance Terms & Conditions
Product Support and Maintenance Terms & Conditions 1. Customer Information Customer site address: As per invoice (unless otherwise agreed) Equipment or Software to be covered: Refer to invoice Contract
More informationGeneral company overview. 1. Overview of services offered. 2. Introduction to Likin ITs SLA structure. 3. Software Support overview.
CompanyBrochure2010 Likin Content About General company overview. 1 Likin Services Overview of services offered. 2 Likin SLAs Introduction to Likin ITs SLA structure. 3 Likin Software Software Support
More informationSure Managed Networks Essential Level Support Service Terms & Conditions
Essential Level Support Service Description Sure s Support Service combines traditional maintenance and technical support services to support your Customer Premises Equipment. It enables enhanced service
More informationFundamentally, IT support is a business decision, not a technical issue. Downtime costs money, time and reputation.
Introduction Chris Senior Network Engineer Fundamentally, IT support is a business decision, not a technical issue. Downtime costs money, time and reputation. And if things go too wrong for too long then
More informationManaged Support Policy
TABLE OF CONTENTS 1. SERVICE DESCRIPTION 2 2. SUPPORT OPTIONS 2 3. SERVICE SUPPORT HOURS 3 4. MONITORING AND OUTAGES 3 5. SERVICE LEVEL AGREEMENT 4 6. PLANNED MAINTENANCE AND UPGRADES 5 7. TARGET UPTIME
More information